Customer Success Roadmap
These are best practices to make sure that your new loyalty program will be a success. Try to implement all of them, add your own ideas and also contact qiibee in case you need support.
  • Promote on your website (launch day)
  • Add into product pages (launch day)
  • Promote in your newsletter (1 week after launch)
  • Promote through social media (1-2 weeks after launch - ongoing)
  • Google Ad Campaigns (1-2 weeks after launch - ongoing)
  • Double point promotions (ongoing, seasonal)
  • Send out Frequent Flyer Newsletter (approx. 1 month after launch)
  • Seasonal campaigns (holidays, Christmas, valentines day, ... Every 3-6 months)

1. Promote on your website

Create a banner on the home page to catch the attention of your fans. Example of Musei del Cibo:
Add a dedicated page where you describe your new loyalty program and its benefits and also add the page to your menu bar. If you use the Whitelabel App, add a button that redirects the customer to the App. See an example here.
If you have brick-and-mortar stores, place banners and other visuals. Make sure your customers notice it.

2. Add the amount of points and miles the customer gets to the product description

Many customers won’t click on the loyalty program page but go directly to the product they want to buy. Make sure that you add in the product template the amount of points and miles customers get for all of their purchases.
Here is an example of a sock store that prominently shows you how many miles you get for every purchase. To make it easier, you can also start by just adding the economics of your loyalty program to the product template. Eg. Get 1 Brand Point (or Miles & More Mile, Etihad Mile) for every USD spent

3. Promote your loyalty program in your newsletters

In case you send out regular newsletters, add a dedicated section for the loyalty program. Link it to the Loyalty App to actively engage and remind your customers.

4. Promote your loyalty program through social media

Tell your social media audience about your loyalty program or campaigns via posts, stories and tweets.
In case you don't reach the full audience, try to promote your posts via paid ads and also target potential customers who don't follow you already.

5. Google Ad Campaign

Start a Google Ad Campaign with Keywords targeting your loyalty program f.e. combine the following key phrases with your brand name to get listed on top of search results when a user is searching for your program:
yourbrand + loyalty program yourbrand + customer loyalty yourbrand + customer loyalty program yourbrand + reward program yourbrand + rewards yourbrand + rewards program yourbrand + points yourbrand + points program yourbrand + miles yourbrand + miles program yourbrand + vip program yourbrand + vip yourbrand + coupon yourbrand + coupons yourbrand + discount yourbrand + discounts
Of course you'll get listed in the generic index as well sooner or later but this technique can boost your program right from the start and reach users you wouldn't reach anywhere else.

6. Double point promotions

Run seasonal or product specific promotions. f.e. "get the double amount of points with this product during summer sale" to attract users to join the program and buy your products. Advertise promotions through all your marketing channels such as social media, newsletter, website banners, etc!
Can be easily connected with the following frequent flyer promotions!

7. Target the frequent flyer audience

You no longer are limited to your own customer network. Try to acquire new customers via the frequent flyer programs. Launch a campaign and show them how easily they get rewarded with miles. See an example here (Miles & More Newsletter):

8. Seasonal Campaigns

Run seasonal campaigns like Christmas promotions, Summer Point Rally or Valentines day specials. Give out extra points and promote campaigns through your website, newsletter, social media and paid ads to get more sales and attract users to join your loyalty program.
Shaping your program for the (post-) pandemic - the do’s and don’ts of loyalty
Using the holidays to generate loyalty - qiibee
Loyalty Success Factors - qiibee
Checklist for your Luxury Loyalty Program - qiibee
Transformation of Loyalty and the History of Loyalty Programs - qiibee
Last modified 4mo ago